Trek warranty does not work with Spanish importer.

jjpsdc

In February 2016 I acquired a Procaliber 9.8 here in Portugal. At that time we still had in Portugal Trek representation by the Importer, which unfortunately no longer represents you.
About eight months ago, he jumped some paint from the frame next to the Iso Speed pivot.
I told the store where I bought the bicycle, which informed me that now we would have to contact another store, because they no longer had your representation.
We spoke with with a Trek bike shop here, who immediately made available to send the photos and the process to Spain.
Here comes my huge dissatisfaction with the care provided by these representatives. After so many years and after taking months to give us an answer, this week I got on the phone and I called them myself.
It was then that I was told the least I experienced coming from a brand that I had until recently considered with some prestige.
Your Specialist Technician, as he called himself, told me the following: "The guarantee will not work in this case because what happens in the frame of the bicycle was caused by an external object foreign to the functioning of the equipment.
Throughout my 50 years, I have already bought 7 brand bikes. I do not think I deserved such a response from the brand.

Photos:

https://goo.gl/photos/rmY1ug11PPvYFm6o6
https://goo.gl/photos/yePHv1NfCV3hRYXH8
https://goo.gl/photos/aDrCKP21N6j5ffWDA

The Rookie

I'm no expert on Portuguese consumer law, but most EU consumer law is based on similar EU directives with subtle historic differences.

In most cases your warranty is with the retailer, they can involve the importer or parent company if they want but your actual argument is with them, so the fact they 'no longer had representation' isn't at al relevant and it's their job to sort it the hell out.

That Said the argument seems to be the rider hit something (or something hit the bike) which is clearly not something that is under warranty.

Your description of the damage doesn't really make sense and the images seem to be hidden by security so no help at all.

JGTR

Nothing to do with Trek not covering Spain, they do covet Spain but in their opinion it's not a warranty claim. Keep trying though, manufacturers can be cheeky and try fobbing you off initially

cycleclinic

If the paint gets chipped that wont be covered by warranty, thats not what warranties are for. Warranty is not insurance it is there to cover manufacturing defects like you frame suddenly fails or major stuff like that.

I dont see anything in your description of the problem that say it is anything but a paint chip.

fenix

A paint chip ? On a roughty toughty mountain bike ? its a mark of honour. Really nothing to worry about.

jjpsdc

I'm sorry for my English but I'm using the automatic translator.
I do not want a new frame, just another kind of response for those who have hitherto preferred the brand. I do not think anyone who bought so many bikes from them deserves to hear, that what appears in the photos was provoked.
Good weekend to everyone.

cooldad

If the pics worked it would be easier to comment.

cycleclinic

I think the op wants to feel valued by trek. I am not sure that is really custmer service. I would not buy another kenesis or Look for example because the brands customer service department flattered and seemed to value me. I would buy another if i thought the bike was any good and met my needs. In fact there reponse to claims should be fair and not dependant on how many trek's you have bought otherwise first time customers would get a raw deal.

Good customer service involves honesty it sounds like trek where honest in there position i see nothing wrong in that.

mattyfez

It sounds like they are saying that the damage /paint chip (hard to see as the picture is not working) is caused by an impact of some kind. That is not a warranty issue.

If mountain bike manufacturers had to respray frames every time someone got a stone chip, they won't be in business long!

cobba

cooldad wrote:

If the pics worked it would be easier to comment.

OP posted a couple of addresses as https://photos.google.com/photo/AF1QipN ... PW4UJZFnFl
https://photos.google.com/photo/AF1QipN ... RfhigG1LbB

cooldad

Er right, they don't work, that's what I said, as did The Rookie s few posts before.

jjpsdc

Hello Guys !!!

Here are the photos of my bike.

https://goo.gl/photos/rmY1ug11PPvYFm6o6
https://goo.gl/photos/yePHv1NfCV3hRYXH8
https://goo.gl/photos/aDrCKP21N6j5ffWDA


Is it possible to see ???

Thanks

cooldad

Is it worth the song and dance? Life is too short.

The Rookie

My advice is to get a life and ride it.

jjpsdc

I went according to your advice and then began the dance.
Many thanks to the excellent work of my Friend.
When the guarantee does not work the solution is to actually start to dance.
Trek never again.

https://goo.gl/photos/rmY1ug11PPvYFm6o6

JGTR

Still haven’t got a f’n clue what this was about